To lead and optimize customer service operations across multiple countries by ensuring service excellence, operational efficiency, and customer satisfaction supporting commercial growth and cross-border coordination in a dynamic industrial environment
Regional Customer Service Manager
Salary: Competitive and based on experience
Location: Jakarta, Indonesia
Keywords: customer service excellence, regional operations, cross-border coordination, service process digitalisation, team development, CRM optimisation, industrial sector
A leading industrial organisation is seeking a Regional Customer Service Manager to champion customer satisfaction and operational efficiency across multiple countries in Southeast Asia. This pivotal role offers you the opportunity to shape and optimise customer service delivery, ensuring seamless support for commercial growth in a dynamic, cross-cultural environment. You will be empowered to drive continuous improvement initiatives, foster collaboration between departments, and lead a diverse team dedicated to delivering outstanding service experiences. With a strong focus on digital transformation and process enhancement, this position provides an exciting platform for you to make a tangible impact on both regional performance and global strategic objectives. Flexible working opportunities and a supportive leadership culture await those who are passionate about nurturing teams and elevating customer experience standards.
- Play a key role in shaping regional customer service strategy while supporting business expansion across borders, with the autonomy to implement best practices that drive measurable improvements.
- Benefit from flexible working opportunities and ongoing training designed to help you grow your expertise in digital service channels, CRM systems, and international trade processes.
- Join a knowledgeable, collaborative network where your ability to nurture teams and foster interdepartmental cooperation will be valued and rewarded.
What you'll do:
As Regional Customer Service Manager, you will play an instrumental role in orchestrating the day-to-day operations of multi-country customer support teams within a fast-evolving industrial landscape. Your responsibilities will span from policy development through hands-on team mentoring to cross-functional collaboration with internal stakeholders. By leveraging your analytical skills and technical proficiency in CRM systems, you will identify opportunities for process optimisation while ensuring that all client interactions reflect the highest standards of professionalism. Your commitment to nurturing talent within your team will be crucial as you guide them through ongoing changes brought about by digital transformation initiatives. Success in this role means not only meeting but exceeding KPIs related to consistency, timeliness, and satisfaction—ultimately positioning the region as a benchmark for exceptional customer experience.
- Oversee customer service teams distributed across several regional offices, ensuring consistent delivery of high-quality support that aligns with organisational standards.
- Develop, refine, and implement comprehensive customer service policies, standard operating procedures (SOPs), and escalation protocols tailored to the needs of diverse markets.
- Monitor key performance indicators (KPIs) related to responsiveness, resolution quality, and customer satisfaction, using data-driven insights to guide continuous improvement efforts.
- Collaborate closely with sales, logistics, and finance departments to guarantee seamless order fulfilment processes and clear communication with clients at every stage.
- Manage complex customer inquiries, complaints, and feedback with empathy and urgency, ensuring timely resolution while maintaining positive client relationships.
- Train, mentor, and motivate customer service staff by providing regular coaching sessions focused on upholding service standards and deepening product knowledge.
- Analyse customer data trends to identify areas for process enhancement or innovation that can further elevate the overall service experience.
- Support the digitalisation of service operations by optimising CRM platforms and introducing automation tools that streamline workflows.
- Represent the region in global forums dedicated to customer experience strategy, sharing local insights while contributing to broader organisational initiatives.
What you bring:
To excel as Regional Customer Service Manager, you will bring extensive experience managing large-scale support functions within complex industrial environments. Your background should demonstrate not only technical competence but also an ability to foster trust-based relationships both internally among colleagues and externally with clients. A collaborative mindset is essential as you work alongside other departments to ensure smooth order processing and issue resolution. Your approachability will encourage open communication within your team while your attention to detail ensures compliance with rigorous documentation standards. The ideal candidate thrives when navigating change—embracing new technologies that enhance productivity—and is committed to developing others through empathetic mentorship. Your ability to interpret data trends will inform strategic decisions that keep the region ahead of evolving market expectations.
- Demonstrated empathy and a genuine commitment to placing customers at the heart of every decision made within the team.
- Exceptional communication abilities paired with advanced conflict resolution skills that enable you to handle sensitive situations tactfully.
- Proven organisational prowess with the capacity to manage multiple priorities simultaneously across different time zones and cultures.
- Experience leading diverse teams within industrial or manufacturing sectors at a regional level for at least 8–10 years.
- A track record of driving continuous improvement initiatives that have resulted in measurable gains in efficiency or satisfaction metrics.
- Advanced analytical thinking supported by proficiency in Microsoft Excel, PowerPoint, reporting tools, and dashboard analytics.
- Technical fluency with CRM platforms such as Salesforce or Zendesk as well as ERP systems like SAP; familiarity with digital automation tools is highly desirable.
- Comprehensive understanding of international trade documentation requirements and end-to-end order fulfilment processes.
- Bachelor’s degree in Business Administration, Communications or a related field; fluency in English is essential.
What sets this company apart:
This organisation stands out for its unwavering dedication to operational excellence within the industrial sector—a reputation built on decades of dependable service delivery across international markets. Employees benefit from a culture rooted in collaboration where knowledge-sharing is encouraged at every level. The company invests heavily in professional development through structured training programmes designed around emerging technologies such as CRM optimisation and digital automation. Flexible working arrangements are available so you can balance personal commitments without compromising career progression. Here you’ll find supportive leadership that values input from all team members regardless of seniority or background—creating an inclusive environment where everyone has the opportunity to contribute meaningfully toward shared goals. The company’s commitment to continuous improvement extends beyond its products; it actively seeks feedback from employees on how best to enhance workplace wellbeing and operational effectiveness.
What's next:
If you are ready to take your regional management expertise to new heights while making a lasting difference in customer experience standards across Southeast Asia, this is your moment!
Apply today by clicking on the link provided—your next rewarding career move awaits.
Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.
